MetroNet Inc Hiring for Training Facilitator at Evansville, IN  Full Time

Love Your Mondays again!

Training Facilitator – Residential Tech Support

Our Residential Tech Support Training Facilitator is responsible for training our Associates on Metronet’s frontline telephone technical customer support practices. This means ensuring that our Associates understand the processes and policies in place to assist customers with service-related trouble calls so that they are set up for success – not only in interacting with our customers but from a growth/development standpoint as well. This involves teaching and coaching associates through a variety of different methods including, but not limited to, in-person instructor lead training, virtual training through Teams, or potentially individual one on one training. As a Facilitator, you would also work very closely with leadership to ensure that we are continuously meeting the needs of our Associates and customers to support subscriber growth, retention, and customer satisfaction.

ESSENTIAL JOB FUNCTIONS:

• Deliver and implement the training program for Residential Technical Support.
• Train associates in customer service skills and department processes and tools.
• Assess associate performance during the training sessions and provide feedback to help them progress.
• Apply adult learning theory in responding to questions before, during, and after training providing coaching to achieve desired results.
• Communicate, facilitate, and champion departmental programs and company-wide initiatives to provide training and material support.
• Stay up to date on the training curriculum and facilitation skills to keep up with industry or company standards to ensure that the training program remains relevant and up to date and is best serving the Associate.
• Create an environment of transparency and safety to speak and build relationships.
• In all learning environments, provide clear communication that focuses on the ground level buy-in and illustrates the learning in multiple ways to engage each associate.
• Assist in the development of training materials and improvements.
• Serve, contribute, or lead on cross-functional project teams.
• All other duties as assigned.

JOB QUALIFICATIONS AND REQUIREMENTS:

• Bachelor’s degree in Management, Human Resources, Communication, Psychology, Education or related field; preferred but not required.
• One to Three years of experience in similar role, in telecommunications field, or contact center experience.
• Demonstrated proficiency in Microsoft Office and various technology and software platforms.
• Excellent written and verbal communication skills, with strong interpersonal, persuasive, and analytical skills when communicating with Associates and customers.
• Demonstrated ability to work independently with minimal supervision and to successfully complete multiple tasks in required time limits.
• Position may require travel, up to 25%.

What we offer

An opportunity to fuel your passions. We offer full benefits package, Health, Vision, Dental with competitive pay and aggressive 401k match up to 6%. You will have an opportunity to put your brand on paper and leave your mark on the Telecomm industry as we continue to grow rapidly!

Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

Join us and find out what it means to love your career!

At Metronet, we are the nation’s largest independently own 100% Fiber Optic company founded in the Midwest. We are customer-focused and provide cutting-edge fiber optic communication services, including fiber internet and full-featured Fiber Phone. We have been growing communities since 2005 and have built networks in more than 250 cities across 16 states.

We are proudly recognized as a Top Diversity Employer by in 2022. We believe in our people by growing their talent, offering career paths, advancement opportunities and skill development.

#LI-AF1